Three problems - advice needed please

mccristo

Hi all,

I lost my phone in December 16 months into an 18 month contract where I was paying £17 per month for 300 texts or minute with Three. They said no problem and sent me a replacement phone and the same deal as before for £15 a month. I didn't realise that was still too expensive but I didn't know that at the time so I was reasonably happy. In March this year they decided to extend my contract to 18 months and charge me £17 for the same service and a £2 add on for video messaging that I never signed up for.

Since then I've phoned them up to ask them why I'm being charged £2 for a service I never use/signed up for and whether they can cancel it. The guy on the phone was really snotty and 30 minutes later he said he'd sent his boss an email to ask if it was ok for my tariff to change. I've just got this months bill and its for £17 again!

I'd be really grateful if anyone could answer these questions:

1) Is there anyway I can get out of this contract early considering they are charging me a different amount than previously agreed?

2) Where do I stand with regards to this addon that I never purchased for £2 extra a month?

3) When will I learn to never use three again!

Thanks in advance all.

mccristo

Another 30 minute phone call trying to explain that I never signed up to a £2 addon. I cant get a word of sense out of the guy on the other end of the phone.

I keep saying it should be £15 a month and on my bill there is an addon for £2 to which he replies your tariff is £17 - I have 4 ebills infront of me that clearly say the opposite

:mad::mad::mad::mad:

web_ferret

Write to them including facts and evidence. As you are correct they will back date the refund so don't worry if it takes a few weeks for a response.
The call centres are following a script in a second language so not great at solving anything complicated.
With call centres asking to speak to a supervisor or manager often helps.